Customer Success Specialist

Visual artists are more empowered than ever before to capture the world around us - to share it and ultimately, to sell it. You will be interacting with photographers from around the world who are excited about setting up their Zenfolio site. What you’ll be working on Effectively articulate complex information to a variety of technical and non- technical customers using an educational approach Strategize with customers one-on-one and in small groups to understand their website and business needs and help them become more successful Direct outreach via online meetings, phone, email, and chat to Zenfolio customers in order to: provide expert guidance on the software convert trials to paid accounts provide education about existing Zenfolio tools learn where their Zenfolio experience can improve Create and implement strategies to save customers and improve their experience Track feature requests and other improvement ideas based on customer feedback Coordinate with and communicate to Support, Product Management, and Marketing teams, as needed Identify areas of usability concerns and escalate them for technical resolution What we’d like to see in our ideal candidate Must-haves: Positive, upbeat attitude Teaching experience Desire to help others and advocate for customers Excellent verbal and written communication skills Able to type a minimum of 50 wpm The ability to quickly learn new concepts Adaptability in an ever-changing work environment Nice-to-haves: Previous customer service experience with an online company Experience with Salesforce or other CRM tools Familiarity with photo management tools such as Photoshop & Lightroom Basic understanding of digital photo concepts such as aspect ratio, color profiles, file formats, image resolution Passion for all things photography related Working knowledge of both Mac and PC platforms Basic knowledge of web hosting Why you should work with us We are two companies that are built on the values we believe in—impact, trust, care, and simplicity. At Format and Zenfolio, the work of every team member matters—whether it’s for our members, company, team, or culture—we all strive to make an impact with ideas that are better, smarter, and more innovative. Selected applicants will be invited for a phone screening with someone from our team.